SUMMARY:

• Strong working knowledge of ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, and Performance Analytics.
• Ability to wear multiple hats like business analyst, project manager, admin/developer.
• Understanding of IT Service Management(ITSM) and the ITIL business process along with the maintenance of Service level agreement (SLA) and monitoring SLA workflow.
• Experience in SOAP/REST integration, web services, Discovery, Workflow and CMDB.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Expertise in using Splunk with shell script in creating scripts for various activities like Generating Server Status and Health reports, Deployments on large scale configuration of servers.
• Good at configuring Notifications, UI pages, UI Macros, Script Includes, Formatters, etc. in ServiceNow.
• Customized the Project portfolio management (PPM).
• Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Extensively worked with Geneva, Fuji, Eureka, Berlin, Dublin releases of ServiceNow with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• Worked on Discovery and Orchestration ServiceNow platform tools like PowerShell, REST, SOAP and API integration.
• Experience in upgrading of ITSM suite.
• Experience in configuring / maintaining / customizing ITSM Incident, Problem Management and Change Management, Asset management, HR case management modules based on user requirements.
• Created and Managed Splunk DB connect Identities, Database Connections, Database Inputs, Outputs, lookups, access controls.
• Experience in all phases of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile and SCRUM.
• Designed business applications using web technologies like HTML, XHTML, CSS and bootstrap.
• Developed User Interface of responsive website using HTML, CSS, Bootstrap, JavaScript, jQuery, AJAX, and AngularJS.
• Displays excellent time management skills, organizational agility and attention to detail.
• Excellent PC skills, MSOffice suite products, with an emphasis on Excel and Word.

TECHNICAL SKILLS:

Programming/Scripting languages: Java script, CSS, SQL, Python, Linux shell scripts, UNIX Shell Scripting.

Software methodologies Agile, Scrum, SDLC, Waterfall, ITIL ITIL, ServiceNow, ITSM

Application servers: Web sphere, Apache Tomcat, Tools used Splunk 5x/6x Is 5.1 .5.3 6.1.3 Frameworks: HTML, Ajax, JSON, JQuery, Angular JS

PROFESSIONAL EXPERIENCE:

Confidential, NY

Service now admin/developer

Responsibilities:

• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Provide Regular support guidance to Splunk project teams on complex solution and issue resolution.
• Participated in ServiceNow QuickStart Implementation process and worked with ServiceNow in the process of implementation of Incident, Change, Problem, Knowledge and Service - Catalog.
• Created portfolios in the Project portfolio management(PPM) module.
• Developed the Gantt charts for the detail resource and task allocation.
• Configure the add-on app SSO Integration for user authentication and Single Sign-on in Splunk Web.
• Experience in Python general scripting, Hands on Experience in secure coding.
• Worked on CMDB and Asset Management. Performed Data migration to import data from other applications and external databases.
• Involved in standardizing Splunk forwarder deployment, configuration and maintenance across UNIX and Windows platforms.
• Experience with ServiceNow Discovery tool Service Watch to Discover and import CMDB items.
• Worked on Discovery and Orchestration ServiceNow platform tools like PowerShell, REST, SOAP and API integration.
• Worked on content management system (CMS) to create the custom interface of the applications.
• Worked on various modules of ServiceNow like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured and modified the HTML fields and tool bar using the TinyMCE HTML editor.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Created the personalized dashboards, generated the reports to keep the project on time with required functionality.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Worked with Apache to create various kinds of UI pages and Macro templates.
• Used DevOps tools like Chef, New Relic, Puppet, etc to deliver and operate end-user services.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Developed new service catalog items and fix bugs in incident, problem and change management.

Environment: Splunk 6.0, Linux, Unix, Java Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XMLHTML, iFrames, AJAX, Integrations, Cloud services, ITIL, SCRUM.

Sr. ServiceNow developer

Responsibilities:

• Involved in ServiceNow. Development, Customization and Administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management, Email Notifications.
• Designing and maintaining production-quality Splunk dashboards.
• Application Support for Incident Management, Problem Management, Service Catalog.
• Involved in developing workflows, service portal, service catalog.
• Reviewed Business Rules and recommended solutions for implementation.
• Design and development of ServiceNow forms, views and scripts to invoke existing Script.
• Used Glide Scripting to develop Business rules.
• Created several Client Scripts, UI policies, UI Scripts, UI Pages.
• Worked Email Template and Notification.
• Used Notify to communicate to group of users.
• Developed View, Approval and Assignment Rule Development.
• Development of SLA for the organizations.
• Implementation of ACL.
• Developed the Service portal.
• Customized Service Catalog Management.
• Performed code migration using Update Sets
• Used Web Services, Email Integration to integrate applications and data sources.
• Developed Import Sets to import data from different Sources
• Used DevOps tools like Chef, New Relic, Puppet, etc to deliver and operate end-user services.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in developing Transform Scripts to trigger events during import process.
• Helping application teams in on-boarding Splunk and creating dashboards/alerts/reports etc.
• Knowledge on License management - Optimization, planning for audit as per License agreements, Tracking and managing the illegal software licenses
• Managing indexes and cluster indexes, Splunk web framework, data model and pivot tables.
• Awareness of procurement and with stores, and ensure all Assets are reconciled and optimized.
• Customization of Incident Management Application.
• Creation of assignment rules, Custom Related List, Dictionary fields, Workflows.
• Ordered Guides, Email Notifications and Inbound Actions.
• Customizations Migration between Instances using Update Set.
• Developed and maintained APIs and data integration processes between ServiceNow and other services.
• Developed Access Control list using Scripting.
• Implementation & Configuration of ITSM suite and maintenance.
• Performing software development and configuration of Remedy service management tools.
• Requirement Analysis, preparing effort estimation, Designing, Development, Testing and Code review.
• Perform functional and regression testing.
• Development and maintenance of integrations built using Web services and vendor forms.
• Code Migration from development systems to TEST and Production systems.
• Coordinating with various teams during Development and Testing Phase.
• Prepare deployment documents, in life support procedural documents
• System Administration of Remedy Action Request System.
• Perform gap analysis and prepare requirements document to remediate identified gaps.

Environment: ServiceNow(Eureka), Splunk, Splunk DB Connect and other modules, Html, CSS, JavaScriptGlide Script, CMDB

Confidential, NJ

Service-now admin/developer

Responsibilities:

• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System, which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Has been part of end user self-service portal management.
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis.
• Responsible for creating homepages including basic reporting gauge configuration and dashboard presentation.
• Maintain the integrity of the ServiceNow tool across production and non-production environments.
• Involved in production support for all the ServiceNow related issues.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Experience with scripting in ServiceNow.
• Strong knowledge of the server-side scripting Business rules and Script Includes.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Environment: ServiceNow (Dublin), Java script, CSS.

Confidential, NY

Business Objects Lead/Developer

Responsibilities:

• Installed BO 6.5 environment in new windows environment, migrated 200 reports from legacy system to BO and scheduled 100 reports in 9 months.
• Installed BO XIR2 suite in new windows (4 CPU clustered) environment to cater the increasing business activity, migrated 250 reports from 6.5 to Xi and scheduled 100 reports in 6 months.
• Worked collaboratively with development and business teams to identify and define requirements for BusinessObjects software application and day-to-day management of assigned project plans, schedules and test requirements as it relates to BusinessObjects and/or user reporting needs.
• Gather, analyze, document and validate the needs of the business stakeholders, using the full range of business analysis skills including: user interface, interviewing, workflow analysis, testing efforts, documentation, gap analysis and specifications writing.
• Defined row level security at universe level and folder level security in CMC.
• Point of contact for BO Tech support, involves in resolving bugs and finding workarounds in BO tools.
• Created Webi reports and given access to power users to modify the content.
• To reduce redundancy integrated crystal reports into XiR2, which were part of different team.
• Implemented Business objects Java SDK to access the reports from a Weblogic application.
• Wrote VB macros for complex requirements like distribution of batch reports and ftp’ing reports to other applications.
• Created report templates to ensure uniformity of reports throughout the organization.
• Worked with team members to develop reports, analyze the reports and meet business leads on a bi-weekly basis to signoff reports.
• Used freehand SQL in reports or Derived tables in universe to reuse exiting code or implement complex SQL.
• Trained internal support team to create/maintain users/groups, applying security to new/existing users, maintaining BO servers, troubleshooting failures in scheduled reports and created the documentation for the same.
• Meet with team members on regular basis to discuss bugs, modifications in reports, identify all possible critical fields in the queries and advice accordingly.
• Wrote test-case scenarios, develop test plans and conduct user acceptance testing & .
• Documented procedures, created user manuals and trained end users.
• Responsible for production support services and project development and implementations relative to BusinessObjects application.

Environment: DB2 7.x/8.x, Oracle9i, Teradata, Business Objects 6.5/XI, WebI 6.5/XI, Crystal Reports Xi, Dash Boards Xi, Data Integrator 11.x, BCA 6.5, Performance Optimizer(EPO), Windows 2000 Adv Server, MS Access, SQL, Visual Basic, VBA, Microsoft Project, Erwin 3.5.2

SKILL:

HTML (7 years), CSS (5 years), AJAX (4 years), jQuery (4 years), JSON (4 years), Splunk 6.0, Linux, UnixJava Script, JSON, jQuery, Prototype, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, IntegrationsCloud services, ITIL, SCRUM (8 years)